alison cartlidge - improving cx makes the difference

Improving CX Makes the Difference!

Alison Cartlidge

Sopra SteriaSM Consultant 20+ years

ITIL Master

itSMF Editor/Co-Author

ISO/IEC 20000 (Service Management) UK Committee

ISO/IEC 30105 (ITES-BPO) International & UK Committee

SOPRA STERIA: an end-to-end service offering to address our clients’ digital

transformation challenges

• One of the most comprehensive solutions portfolios in the market

• A large scale capacity to transform legacy systems

• Leading position in Business Process Services and Outsourcing

• Specialist vertical service offerings

AimsShare a case study on how improving CX made a huge difference…

• Short timescales

• Limited cost

• Big impact

…and mechanisms to sustain for the future

…for IT, Customers & the Business

Identifying key CX techniques used

Understanding CX

What is CX?Beyond Philosophy:

• A customer experience is an interaction between an organisation and a customer as perceived through a customer’s conscious and subconscious mind. It is a blend of an organisation’s rational performance, the senses stimulated and the emotions evoked and intuitively measured against customer expectations across all moments of contact.

Forrester Research:

• How customers perceive their interactions with your organisation

• CX Index: Thinking of your interactions over the last 90 days?

• How enjoyable were they to do business with?

• How easy were they to do business with?

• How effective were they at meeting your needs?

Customer Perceptions The

Good!The Bad!

• Poor customer satisfaction

• Poor view of IT

• IT seen as impacting

business outcomes

Bad CX!

The Approach

Understand

the facts from

the

perceptions

Determine

root cause by

mapping

customer

journeys

Identify key

customer pain

points &

improvements

Short intense

execution of

improvements

Sustain

improvements

Request Fulfilment

Raise request

Request update

Notified to collect/

deliver

Receive item

Happy to close?

Validation,

Approval

Build,

Test

Procure,

Allocate

Update

requests

Incident Management

Understand the

business need

Fix during initial

call

Good status

updates available

Resolve within

business need

Escalations

Findings

• 50% escalated within SLA

• No additional management focus

• Raising complaints

Actions

• Business education & communications

• Proactive user engagement

User Findings

• Automatic notifications

• Too passive if higher volumes

Actions

• Proactive escalation management

• Defined thresholds for executive engagement

Internal

Problem ManagementProblem Manager

New to roleTrend reports & reviews in place

Expert support

Improved reports & reviews

Reactive

Strong link to IMGood feedback

N/A

Proactive

Standard

More focused analysis

Business alignedCollaborative

Surgeries

Findings

Actions

Outcomes

Effective request fulfilment

Business knowledge & regular customer updates

Effective escalation management

Effective proactive collaborative problem management

Reduced backlogs, calls/incidents, escalations

� Improved customer

satisfaction

� Improved SLA performance

� Improved perceptions of IT

� IT supporting business needs

Good CX!

Achievements

LessonsManage customer expectations

Raise CX awareness …why CX is important

Ensure commitment & open to improve

Customers expect to collaborate & co-create

Monitor, measure & communicate

Share wider

Managing CX really does make a difference!

Remember!

Customer perception is your reality – own it, address it, improve it

Good customer service costs less than bad customer service

Put yourselves in their shoes - be honest – is the CX good enough, would you be happy?

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